Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

Call centers are awash in data. It's difficult to know on which statistics you should focus to measure the success of your call center and your agents.

We will help you identify what you should be focused on and why. In this seminar, you will explore:

Service level
Average speed of answer
Calls abandoned
Staffing reports
Occupancy
Agent productivity measurements

Not only will you be better prepared to assess your call center's performance, but you will understand the reasons why some measures are better indicators than others. Attend this seminar to sort through the complex maze of call center data.

Seminar Outline

Introduction

How and where to begin
Know what data is important to look at

Know the "pulse beat" of your center

From where should Service Level be measured?
Four Service Level equations and their application
Choosing the appropriate equation

Other important reports and statistics

Average Speed of Answer
Calls Abandoned
Occupancy
Staffing levels

Agent productivity

Calls per hour
Average handling time
Adherence to schedule
Choosing productivity indicators
Acting on productivity data

Conclusion

Value added materials

Printable Slide Presentation
Example Reports
“Establishing and Meeting Call Center Performance Objectives: Part 1”
“Getting Maximum Benefit from ACD Statistics”
“Measuring Individual Agent Performance”

Who should attend?

Managers, supervisors and agents who are responsible for understanding the formulas and concepts behind ACD statistics such as service level, average speed of answer, calls abandoned and staffing reports. The material in this seminar is at a basic level.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Date:	Price:
Live Seminar Recording	$299.00
October 10, 2008 (2-4pm Eastern)	$299.00

Testimonials:

"We found the content instructive and relevant. We are already implementing changes based on the topics we learned."

Josh Lewis, FVP, Stearns Lending

"Well organized. Easy to follow. We had 7 people in a conference room with varying levels of call center experience. The program proved relevant to everyone!"

Lois Serratore, Manager, National Servicenter, GES Exposition Services

"Easy to understand; simple examples; straightforward. It was apparent that Cheryl was knowledgeable of ACD's and pertinent metrics."

Joe Facini, Director of Support Services, Wolf Distributing Co.